Customer Success Manager, Fan Experience (B2C)

We are seeking a Customer Success Manager (CSM) who will be responsible for driving client satisfaction, retention, and growth by helping sports media rights holders maximise the value of our fan experience offerings. This role combines relationship management with data analysis to drive adoption, positively impact fan engagement, and achieve ROI for our clients.

Key Responsibilities:

Build strong relationships with clients to understand their fan engagement strategy and business objectives.
Work closely with clients during the onboarding phase to define key KPIs and establish mutual goals for success.
Drive client adoption and help them achieve value through our fan experience offerings.
Serve as a trusted advisor to client stakeholders, providing strategic guidance and industry best practices to maximize WSC Sports fan experience products value.
Maintain knowledge and with fan engagement trends, metric benchmarks and developments.
Proactively identify opportunities for revenue growth and product expansion within existing accounts.
Invoke creative solutions and innovative ideas to improve client B2C performance and revenue generation.
Analyze multiple data sets including fan behavior, engagement metrics, and revenue performance data to quantify the impact of our solutions, internally and externally.
Lead regular business reviews to guide our clients and demonstrate ROI and impact on fan engagement metrics.
Work effectively with internal stakeholders across product, business development, account management and R&D departments to enhance the value of our fan facing solutions.

Requirements:

What you’ll need:

3+ years of customer success or account management experience.
Proven track record of delivering solutions for consumer-facing digital experiences, such as apps, websites and push notifications related products
Deep understanding and experience optimizing B2C funnels and engagement metrics (from awareness to monetization).
Demonstrated ability to manage multiple B2B and B2B2C clients and priorities in a fast-paced environment.
Strong analytical skills with experience using data to drive decision-making.
Technical experience and ability to effectively articulate product functionalities to non-technical stakeholders.
Passion for sports.
Willingness to frequently travel domestically and abroad.

Preferred Qualifications

Understanding of digital advertising formats, monetization approaches ad technology terminology, and standard KPIs (eg. reach, RPM/session, fill rates).
Experience in working with sports organizations
Experience in sports media/agencies

Work Model:
Hybrid